MUTU LAYANAN PADA LEMBAGA PENDIDIKAN

Abstract

Service quality is an important component of educational management because it shapes how students, parents, educators, and other stakeholders experience learning and institutional support. This article aims to synthesize literature on the concept, dimensions, measurement models, and management implications of service quality in educational institutions. The study adopts a Systematic Literature Review (SLR) approach and uses PRISMA 2020 as a reporting framework. Relevant literature discusses service quality in education and measurement models including SERVQUAL, SERVPERF, HEdPERF, and EduQUAL. The literature is examined descriptively and thematically by comparing the dimensions and findings reported across studies. The synthesis indicates that service quality in education is multidimensional, encompassing physical facilities, reliability, responsiveness, assurance, empathy, academic and administrative services, communication, accessibility, and digital services. The reviewed studies do not establish one measurement instrument as universally suitable for every educational institution; instrument selection should reflect the institution's context and evaluation objectives. These findings suggest that educational institutions should assess service quality periodically, involve relevant stakeholders, identify gaps between expected and experienced services, and use evaluation results for continuous improvement. The final number of studies included in the review should be reported after the search and screening process has been completed.